Front Office Manager - InterContinental Suites Hotel Cleveland

Role Purpose

The moment a guest steps into one of our
hotels, they walk into a genuinely memorable experience. As Front Office
Manager you’ll deliver this through managing all aspects
of the front office (for example guest registration, porter services,
business centre, telephone services, concierge services, and guest
reservations). You’ll also create the warm atmosphere that makes our
guests feel at home in any location

Key
Accountabilities

People 

• Manage day-to-day
  staffing needs, plan and assign work and establish performance and development
  goals for team members. Provide mentoring, coaching and regular feedback
  to improve team member performance. 
• Educate and train team
  members in compliance with federal, state and local laws and safety regulations.
  Ensure staff is properly trained and has the tools and equipment to carry out
  job duties. 
• Ensure your team are properly trained on systems,
  security, service and quality standards.

 Guest
Experience

• Ensure your front office team delivers a great service,
  professional attention and personal recognition. 
• Ensure guests
  are greeted upon arrival and make time to engage with guests. Respond
  appropriately to guest complaints, solicit feedback and build relationships
  to drive continuous improvement in guest satisfaction. 
• Conduct
  routine inspections of the front office and public areas and take immediate
  actions to correct any deficiencies. 

Financial

• Help prepare annual departmental operating budget and financial plans.
  Monitor budget and control labour costs and expenses with a focus on rate
  strategy, building initiatives and inventory management. 
• Oversee
  night audit function and preparation of daily financial reports. 


• Develop plans to increase occupancy and ADR through walk-ins and upselling
  at the front desk. 

Responsible Business

• Check
  billing instructions and guest credit for compliance with hotel credit policy
  and ensure all transactions are handled in a secure manner. 
• Train
  team members on PBX procedures and serve as a central communications point
  during emergency/crisis situations; develop and maintain relationships
  with local fire, police, and emergency personnel. 
• Perform other
  duties as assigned.
  
  May also serve as manager on duty.

 Accountability 

This job is the top Front Office job and may report to a Director of Rooms
at a large luxury or resort hotel. Typically supervises front desk agents,
and porter/shuttle services, reservations, PBX, etc. May oversee
a team. 

Key Skills & Experiences

• Bachelor’s degree / higher education qualification / equivalent
  in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest
  Service experience including management experience
• Must speak fluent
  English 
• Other languages preferred